Dolapo Adetokunbo Adeshina
Charlottetown
Summary
Dedicated and customer-focused professional with over 3 years of proven experience as a Customer Care Representative at Airtel Nigeria. Skilled in managing inbound and outbound calls, resolving client issues, and delivering exceptional customer experiences. Adept at multitasking in fast-paced environments, documenting interactions, and using problem-solving skills to build trust and ensure satisfaction. Seeking to leverage strong communication, technical support, and customer relationship management abilities in a Seasonal Customer Service Representative (Remote) role at Concentrix.
Overview
3
3
years of professional experience
Work History
Customer Care Representative
Airtel Nigeria
01.2010 - 01.2013
- Delivered inbound and outbound customer service via phone and digital channels, assisting clients with billing, subscription, and technical service issues.
- Resolved customer concerns using structured call flow guides, ensuring compliance with company policies and service standards.
- Recorded, tracked, and retrieved customer interaction data in databases for accurate documentation and reporting.
- Resolved routine service problems independently and escalated complex cases to relevant departments, improving first-call resolution rates.
- Provided expert product and service knowledge to customers, and offered additional services where appropriate, contributing to revenue growth.
- Consistently communicated with empathy, professionalism, and patience, building strong customer trust and loyalty.
- Supported training and onboarding of new staff members, coaching them on customer engagement strategies, service tools, and company protocols.
Education
MBA - Business Administration And Management
University of Prince Edward Island
Charlottetown09-2027
Bachelor of Science - Agricultural Economics
Ahmadu Bello University,Zaria
Nigeria08-2004
Skills
- Customer Relationship Management
- Inbound & Outbound Call Handling
- Problem-Solving & Conflict Resolution
- Technical Support & Troubleshooting
- Database Documentation & Record Management
- Communication (Oral & Written)
- Multitasking in High-Volume Environments
- Team Collaboration & Staff Training
- Remote Work Adaptability
- Product/Service Upselling
Languages
English
Full Professional
Timeline
Customer Care Representative
Airtel Nigeria
01.2010 - 01.2013
MBA - Business Administration And Management
University of Prince Edward Island
Bachelor of Science - Agricultural Economics
Ahmadu Bello University,Zaria
Achievements & Strengths
- Exceeded performance targets in customer satisfaction and complaint resolution during tenure at Airtel Nigeria, received a call center honour roll for scoring 100 % for quality in calls.
- Recognized for excellent problem-solving and conflict resolution skills in high-pressure situations.
- Proven ability to train and mentor new employees, supporting team growth and performance.
- Experienced in multicultural, fast-paced environments requiring adaptability and professionalism.
Additional Qualifications
- Strong PC literacy and database navigation
- High-speed internet access and proficiency with remote work systems
- Eager to learn and adapt to new technologies
- Open availability and ability to manage flexible schedules
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